Enterprise Holdings

From: "Tahoma","sans-serif [redacted] , [redacted] Sent: Friday, April 22, 12:PMTo: ***, [redacted] *Subject: RE: [redacted] - [redacted] - You have a New Message from Revdex.com Serving Eastern Missouri and Southern Illinois, Consumer Complaint # [redacted] I spoke to customer and everything is handled I am refunding him the $to honor his [redacted] rez even though it is wrong but that is not his fault He is removing Revdex.com complaint today

The customer was upset about the hour charge and the fuel chargeWe refunded $and the customer was satisfied with the resolution

Issue has been resolvedHe was upset because this [redacted] # didn't clearly state what he needed to bring in in terms of qualificationsWe worked something outHe has what he needs now and we'll take care of him

Good Evening -After reviewing the customer's claim, we've decided to honor her request by refunding the difference of the disputed amount [redacted] on our team will follow up with the customer regarding refunding via a checkPlease have the customer await a message from [redacted] on our team (Ref: [redacted] )

Revdex.com, After speaking with Mrs [redacted] about her concern, there was a misunderstanding as to the reason for the change in monthly payment The payoff for the customer's original loan was higher than was reflected on the paperwork When this happens the options are to correct the difference (adjust the amount financed) or to void the sale and return the vehicle and money to the correct parties In speaking with Mrs [redacted] she has opted to void the sale If you have any additional questions please contact me Nic M [redacted] Group Car Sales Manager New Mexico*El Paso*SW Colorado ###-###-####

Hello, can I please get more details on the situation, I just received access to this complaint and not able to see the previous inquiry dated back in JanuaryI will be happy to assist once I get access to the information

The Area Manager, [redacted] , has spoken with the customer and issued a full refund

12/14/2017: Mediator emailed business for update.12/29/2017: I have reviewed the file.The branch had deducted the amount of euros (VAT excluded) on both contracts under the name of [redacted] and [redacted] This amount is a 50% discount on the rentals as the booked car category was not availableI have processed to a refund of euros on Mr [redacted] credit card for the hotel fees and 30% the invoice with ***.This amount should be visiblewithin hourson the customer credit card.Please send our apologies to the customer for the whole issue.regards

Complaint: [redacted] I am rejecting this response because:I have called his phone at 4:30pm today and left a voice mail Awaiting a phone call back Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have received an email with the lien release which has been sent to DMV in Jefferson City, MO I should either have the title next week or can check with the DMV as to the status of my title issuance However, if there are any further complications, I will contact the Revdex.com to have this complaint reopened Sincerely, [redacted]

I spoke with Mr [redacted] and offered a genuine apology for the way he felt this was handledThis customer was unable to meet underwriting qualifications at one of our branches and then came to a different location, believing he would be able to qualify thereI explained that I would be happy to handle his next reservation for him to ensure that he is taken care of and fully aware of all qualifications in advancePlease let me know of any additional questions or info needed Thanks, [redacted] ***Area Rental Manager

Good morning We have contacted the customer and apologized for his experienceWe have provided him with the free days he requested and he is now satisfied Thanks you

Our Area Manager met with the customer on 1/and thoroughly explained all of the charges The customer now understands the charges in detail and was very appreciative that our manager took the time to do so

Horrible experience! I was disrespected, and physically assaulted by a employeeI had rented for months spent 3k and after I was behind $And was in to make a paymentThe assistant manager [redacted] ***Was unprofessional and rude! And definitely abused his authority!

[redacted] , We sincerely apologize for the challenges that you had during your recent rental experienceYou spoke to our Area Manager [redacted] on these issues and to settle this matter he refunded you for the fuel and roadside chargesI hope this settles the matter for you, and we hope that you will choose Enterprise the next time you need to rent, share, or buy

This is not for region YY

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you to Revdex.com for helping me to resolve the issue Sincerely, [redacted]

I’ve left him a message but have not heard back [redacted] spoke with the customer and the issue arose because he is under years old and does not qualify for a pickup truckWhen he booked the vehicle online, he did not select “under 25”, so he thought he could rent the truckThe reservation was made on Sunday night without a phone number, so the branch was unable to call him prior to coming in to review our qualifications [redacted] offered other options vehicle options, but the customer unfortunately could not qualify in general (he had a debit card and no qualifying documents) [redacted] apologized If the customer calls me back I will see if there is anything else we can do At this time we will not be compensating him the $he has requested

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 5, and find that this resolution is satisfactory to meI would like to know about the amount my insurance paid though Thank you for taking care of this matter quickly

[redacted] - Leo A [redacted] the Group Rental Manager for this area explained that we followed protocol for any damages in dispute for this claimWe looked over previous rental contracts and none show damage to the vehicleHis Area Manger has spoken with the customer and explained the reasons for the claimIf the customer has any further questions regarding this matter, please have him reach out to us